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Main Subject - Wow - Super Hero Service
The goal as a company is to have customer service that is
not just the best, but legendary.
SAM WALTON
Isn’t it great to hang up the phone when you’ve spoken with a live person who had just the right solution to your problem? Doesn’t it paste
Isn’t it great to hang up the phone when you’ve spoken with a live person who had just the right solution to your problem? Doesn’t it paste
According to USFDA, a combination product is one composed of any combination of a drug and device; biological product and device; drug and biological product
a grin on your face when a clerk miraculously ferrets out the last model in the store to replace the defective item you are returning?
These days, encountering someone who does his or her service job well seems like a pleasant, all too infrequent, occu
These days, encountering someone who does his or her service job well seems like a pleasant, all too infrequent, occu
; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.
Examples of combination products may in
Examples of combination products may in
rrence to be savored like a great cup of coffee. Although businesses train and train to improve out front customer service, these people appear like heroes to us in the vast wasteland of non-service. Heroic customer service brings us back. It adds great
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
value to the success of any business.
A hero is a champion, a fighter for what should be. Simply, a hero is someone who is able to take care of a situation that needs fixing! Good customer service is exactly that; someone who makes the effort to “get ‘
A hero is a champion, a fighter for what should be. Simply, a hero is someone who is able to take care of a situation that needs fixing! Good customer service is exactly that; someone who makes the effort to “get ‘
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
er done” for us!
Last week, I ran across (Ta-dah!) SUPERHERO customer service!
To qualify for SUPERhero, a hero must change things quickly, almost effortlessly when no one else can find the solution. Somehow an ordinary person swoops in to suddenly ch
Last week, I ran across (Ta-dah!) SUPERHERO customer service!
To qualify for SUPERhero, a hero must change things quickly, almost effortlessly when no one else can find the solution. Somehow an ordinary person swoops in to suddenly ch
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
nge the world and make everything exactly as it should be! How cool is that??
I found superhero service in a very uncomfortable place. One morning, packing to go out of town on business for the week, a tooth started to throb. After an hour of trying to
I found superhero service in a very uncomfortable place. One morning, packing to go out of town on business for the week, a tooth started to throb. After an hour of trying to
ucts have become life saving products for the pharmaceutical companies who doesn’t have many innovative molecules in their product pipeline and have been inc
ignore it and hope it would go away, I called my dentist, to see if she could squeeze me in for an x-ray and drugs to get me through until I could see the specialist who did root canals when I returned. (Assuming I could get on their schedule.)
The re
The re
easingly used in the product life cycle management. Even the companies having product patents are trying to extend their product life cycle through the combi
eptionist invented an opening for me before lunch the next day and called in prescriptions for antibiotic and pain medication I could take immediately so that I could sleep. When I arrived, Dr. Bauer verified that I needed a root canal and explained tha
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
t this inflammation could cause a problem during air pressure changes on my flight later that day. My superhero dentist slipped into her costume (her latex gloves and mask) and preceded do the root canal herself, giving up her lunch hour, solving my pro
and physically. They need to rightly judge the benefits of the combination products and they have to even look at the risks involved when combining the produ
lem and leaving me with my mouth open in more ways than one!
Will I refer her and her office to everyone I can? Will I continue to be her patient even after I’ve moved a couple of hours away? You bet! Her super hero powers have obviously affected her o
Will I refer her and her office to everyone I can? Will I continue to be her patient even after I’ve moved a couple of hours away? You bet! Her super hero powers have obviously affected her o
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
ffice staff. From the receptionist who took my call to the exit administrator who found a date for the follow up appointment the day after I returned to town: Zap! Problems solved. I walked away numb but (kind of) smiling!
Customer Service Superheroes
Customer Service Superheroes
ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.
Following aspects would a
Following aspects would a
overcome problems. What are the challenges in your credit union that need overcoming? What solutions will leave your members pointing from a distance and cheering at the results? List 4 recurring aggravations for your members then pass out capes and mas
dd to the challenges in developing combination products:
Which markets to tap where the combination products can do fairly well?
Which combination prod
Which markets to tap where the combination products can do fairly well?
Which combination prod
s to brainstorm how a SUPER hero would right the wrong and solve that problem!
Take your cues from comic book superheroes. They: 1. SOLVE PROBLEMS. They use their powers to quickly change things that upset, threaten or frighten us. Overcoming problem
Take your cues from comic book superheroes. They: 1. SOLVE PROBLEMS. They use their powers to quickly change things that upset, threaten or frighten us. Overcoming problem
cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin
s is the mainstay of every comic book hero we worshiped as kids.
2. FOCUS. Whether heat vision or super strength, the power is focused and effective, zeroing in on the problem with unmatched intensity. Unmatched meaning, no one else does it that way!
tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen
What would be the developing cost?
How to tackle the risks encountered during combination product developmen
3. MOVE QUICKLY. The most important word is “quickly.” No one ever got excited reading about “Consistent Man” or “Tenacious Woman”! Although these are excellent attributes, the special gifts, talents and powers of the superhero always overcome a challe
t?
As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel
As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel
nge NOW. Not when the office opens on Monday at 8:00 or when a manager becomes available. Now.
While you’re at it: 1. Super heroes always wear a costume. Customer service superheroes leave behind a memory of your credit union name or logo emblazoned o
While you’re at it: 1. Super heroes always wear a costume. Customer service superheroes leave behind a memory of your credit union name or logo emblazoned o
ping new procedures for reviewing their safety, efficacy and quality.
Professional from academic institutions, pharmaceutical industries, health care indust
Professional from academic institutions, pharmaceutical industries, health care indust
the shirt under that smile.
· A special pin, hat or flamboyant costume piece sets them apart and makes them memorable. We want members to remember the awesome service, but we especially want them to remember WHERE they got that fabulous service!
2. A
· A special pin, hat or flamboyant costume piece sets them apart and makes them memorable. We want members to remember the awesome service, but we especially want them to remember WHERE they got that fabulous service!
2. A
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
ssemble your team. Superhero teams always have a variety of talent.
· Build your team with people of different strengths and abilities. If one hero can’t effectively battle a problem, someone else on the team can! Creativity, attention to detail, endl
· Build your team with people of different strengths and abilities. If one hero can’t effectively battle a problem, someone else on the team can! Creativity, attention to detail, endl
.
As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de
As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de
ss energy to get things done, organizational skills; value them all for the wide scope of problem solving expertise they provide. Have fun with it! Super heroes are colorful. Imagine a different color shirt, hat or button for members to recognize who is
elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.
Companies that provide selfless information through particip
Companies that provide selfless information through particip
the super hero to solve THEIR particular problem.
Note: In every comic book city, there is only room for one superhero team. Grab that distinction before someone else does! More powerful than a locomotive, the media and buzz will soon be all about YOU
Note: In every comic book city, there is only room for one superhero team. Grab that distinction before someone else does! More powerful than a locomotive, the media and buzz will soon be all about YOU
tion in industry events and feedback to regulatory authorities would be able to face the challenges and will be successful in developing combination products
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